Director of NA L3 Support
Job Summary
Leading a team of technical experts, the full-time remote Director of NA L3 Support will manage complex customer escalations, ensuring high satisfaction and operational excellence while driving talent development and collaboration with Level 1 and Level 2 Support teams.
Key Responsibilities:
- Lead and develop a team of Level 3 support engineers, ensuring effective collaboration with Level 1 and 2 Support teams
- Oversee the investigation and resolution of critical customer incidents, contributing hands-on when necessary
- Monitor key performance indicators and optimize resource allocation to enhance team effectiveness and customer satisfaction
Required Qualifications:
- Bachelor's degree in a relevant field
- 10+ years of experience in enterprise technical support or product implementation, with at least 5 years in a leadership role
- Deep expertise in PLM software, SaaS, and hybrid cloud/on-premise environments
- Experience with ITIL, DevOps, or similar incident management frameworks
- Strong leadership skills with a proven track record in hiring, coaching, and developing technical teams
Complete Job Description
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